Deskside & Technology Support Analyst

Responsibilities: 

• General troubleshooting and support of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk and My IT system;
• Management of  2nd line incidents and service requests assigned via queue system
• Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to Request & Incident Best Practice guidelines
• Deploy and setup desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
• PC maintenance – installation of Graphics cards and memory
• Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests;
• Support and troubleshooting of meeting room equipment such as Polycom Video Conferencing and Trio telephones
• Work with global team colleagues to help analyse, resolve and see through issues
• Support the set-up of new offices, sites or projects across the local region
• Report to the Desk Side and Technology Support Manager, and assist in achieving local and regional objectives and projects
• Manage IT assets through their lifecycle of procurement, deployment and retirement
• Maintenance of local equipment rooms
• Help to develop, review and improve processes to maximize efficiencies within the team
• Exhibit a flexible approach to working on a Rota basis and provide cover when necessary
• Ability to deliver training to when required to local teams or departments
• Provide daily or weekly reports and updates on current issues 

Requirements: 

• At least 3 years’ working IT experience of an ITIL Service Management environment
• High level of proficiency and knowledge of working in a Corporate IT environment
• Experience of working to (and exceeding) Service Level Agreements
• Broad technical understanding of Microsoft Windows 7 & 10, MS Office and MS Cloud solutions (One Drive, Intune) / Office 365
• Ability to learn, understand, and apply new technologies.
• Business focused approach and good customer service skills
• Experience of data analysis and good numeracy, analytical & reporting skills
• Strong sense of responsibilities and self-discipline
• Able to communicate well with colleagues in other departments of the company
• Able to work well in a team and self-proficient
• Good command of spoken and written English and Chinese 

Desirable: 

• Customer Service Experience
• ITIL V3 Foundation Qualification
• Certification from Microsoft
• Working knowledge of supporting IT infrastructure
• Working knowledge of Service Now or a similar Service Management System